As you know some websites changing their domain always. And always personals must change site domain name from greeting message. You can add admin panel %greetdomain% and personal when add %greetdomain% their greeting message it will show from shortcode.
For ex: Photo24 votes
Currently we can't report on note usage or even look for chats that contain notes, unless you know the keywords used in the note.
We have come across cases where compliance was breached by using notes and we have no way to report on this so far12 votes
Currently the only filter for the Post Chat Survey report is Campaigns.
Is it possible to get this By Agent as well?
Similar to the Player Rating (which is also part of the post chat survey, but has its own report) we could then measure NPS, CES and FCR per agent.6 votes
Looking to have the ability to set some customizations within the "Right Now" snapshot report under the Dashboard tab.
We want to filter out by department at least, but we would also benefit by being able to see data on a Campaign level as well. Being able to toggle between these would be ideal for on-the-fly reporting.6 votes
Looking to allow for multiple shortcuts per canned response. Many other chat and social media platforms allow for this as it allows users to search more easily and not have to rely solely on text searches.
Also, allowing for hyphens within the shortcut field will allow for diversity with multiple words.
Ex: A canned response like this can have multiple hashtags for reference.
#response #canned-response, #reference, #multiple-hashtags, #hashtag6 votes
Looking to allow for a deeper allowance of permissions beyond the current level. We are hoping to allow for some Settings permissions to be granted to some users while still preventing them from using others.
Ex: Settings >> Auto Allocation and Settings >> Ban List should be allowed for some of our users (like supervisors) without allowing access to Settings >> Departments or Settings >> Visitor Segmentation6 votes
Looking to add the ability to turn an agent back to Online from the Away status. Current functionality allows the following:
Online >> Away
Online >> Offline
Hoping to add the following as well:
Away >> Online
This will help with agents avoiding chats or for those that are unaware/have forgotten to return to Online from a break.6 votes
Currently only able to set limits at the org level or the agent level - Looking to set the chat limits overall for a specific department. We have multiple departments with large amounts of agents in each and setting each agent separately is difficult to manage.
Dept 1 (UK) - 3 chats
Dept 2 (US - chats only) - 4 chats
Dept 3 - (US - omni) - 2 chats6 votes
Currently, agents must turn on auto-translation in their chat settings before the icon is visible for them in the chat window. We would like to either make this a default setting as ON or be able to toggle it on upon account creation.
Keeping it at the agent level is difficult for larger teams.6 votes
Currently only available on the Agent level - we are looking to set an auto-message that will include the customer name from the pre-chat survey at the campaign level. Having it at the agent level only is difficult to manage with a larger team.6 votes
Due to the small amount of avatars available, we would like to be able to bulk upload avatars to the library so users have a larger selection to choose from.6 votes
there should be a never ending chat, like tidio chat, where users can see past chat sessions, and if you hit the close button, it should just minimize the chat not end it.21 votes
make manual invitations appears faster on visitors , sometimes it takes up to 50 seconds, and sometimes visitors are no longer on site. they should appear instantly like other chat services19 votes
Queue notification on transfer window - agent know if the department transfering to has a queue or not
If a department has a big queue an agent can decide to give out the departments contact details rather than queue with the visitor waiting for the transfer.3 votes
It would be very beneficial to have an option to create forms like PCI forms but that don't need to be secure. For example, if you are needing to get a lot of information from a customer (phone number, address, birthdate, etc.) the form would make it a lot easier to obtain this information instead of having to type each one out and wait for a response. A form option would be much cleaner and more efficient.5 votes
I hope that the software can support the Chinese version.6 votes
It's currently possible for agents to exit and not clear out the queue. In the unfortunate event that it happens, the guest could stay in for far too long.
Give admins the options to 1) customize a message along the line of :c
hat is now closed" and 2) kick the guest out or to the knowledge base or the contact us page, whichever.
Thx for considering this.2 votes
the iOS app loads really slow, and there is no emojis and also there is no file sharing option.18 votes
Allow the agent console api to add html elements, such as <a href ="somesite.com" id="for-triggering-events-on-client-system">Activate Promo code!</a>
This would allow developers to easier trigger events on their system.3 votes
Having a button/link to other pages would help to better promote/inform customers through use of the invitation - especially for special offers1 vote
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